Collect stories through real life observations. Text analytics can
help turn customer words into emotion categories, such as
“surprise,” “disgust,” “confusion,” “delight,” and “satisfaction.”
Journey...

Many companies overlook branding their customer intelligence
program. What often occurs is the program being called something
generic like, “The Customer Survey,” or even “The Walker Survey.”
If this...

If you're keeping up with the latest trends in customer experience
measurement, then I'm sure you've heard that identifying and
tracking your customers' emotions is important - vital, even.
Recent CX...

We know it is important to actively promote customer initiatives,
but CX professionals face a number of obstacles during the
communication. Here are a few common obstacles to consider: Cutting
through...

It’s commonly accepted by customer experience practitioners that
the sheer volume of surveys being sent these days is leading to
survey fatigue and declining response rates. To achieve high
response...

Get ready, because I'm going to ramble at bit. I recently
attended a networking meeting with about a dozen customer
experience (CX) professionals and our topic of the day was metrics
and measurement....

Customers expect more from us today than ever before. In some ways
they expect magic. Fueled in part by experiences we all enjoy as
consumers, the expectations of companies in the
business-to-business...

We know it is important to actively promote customer initiatives,
but CX professionals face a number of obstacles during the
communication. Here are a few common obstacles to consider: Cutting
through...

Surveys have long been the standard for gathering customer
insights. And with good reason! They are easy to issue, a great way
to obtain feedback, secure ratings, establish performance
benchmarks, and...

Right out of the gate it was clear why the software as a service
company was embarking on their customer experience journey. As the
Chief Customer Officer explained at the VoC kick-off meeting,
they...